Service Observing from SIP Phone

Last Updated : Sep 01, 2026 |
Prolog information
Metadata
Keywords:
Using the Service Observing feature, a supervisor or authorized user can use a telephone to activate an observing session towards a station, an agent Login ID, or VDN to listen in and talk on calls received by the station, agent, or VDN for quality control and training purposes. The audio from the observed connection is switched in to the first idle appearance on the phone being used for the Service Observing feature. The observer remains off-hook or idle during the call.
The sip-sobsrv button appears on the station form for the 96x1 SIPCC and an Avaya one-X® Agent defined as a SIPCC station type only if the Call Center Release field is set to 7.0 or later. This button is not available for assignment to any other station type and limited to one per endpoint.
When the user assigns this button to a 96x1SIPCC station type, the following two options appear:
  • listen-only? The default is n. The service observing activation is in the listen-only mode and cannot be changed to the listen-talk mode. An observer can change the talk mode from listen-only to listen-talk, and vice versa, only while the observer is actively observing a call. The talk mode cannot be changed while the observer is in the wait state. If the observer changes the talk mode during a call, that specific talk mode stays active after the observed call is cleared, unless the user changes the talk mode prior to the clearing of the call.
  • coach? The default is n. The observer can activate coaching while observing a call that is connected to a local station or agent if the observer is in either listen-only or listen-talk mode.
The text string presented on the display of the endpoint depends on the observed entity’s type (Station, AgentID, or VDN) and on the type of called number (Station, AgentID (DAC), or VDN).
For more information about this feature, see the following documentation on the Avaya Support website:
  • Avaya Aura® Call Center Elite Feature Reference
  • Avaya Aura® Call Center Elite Overview and Specification
  • Administering Avaya Aura® System Manager
  • Administering Avaya Aura® Communication Manager